Principal Program Manager

Role 

We are looking for a Principal Program Manager to join our team. This is a Remote role in the Customer Success PMO & Systems department. As a Principal Program Manager, you will serve as the connective tissue between strategy and execution, leading cross-functional strategic programs across Professional Services, Technical Success, and Support to improve customer outcomes, operational performance, and business impact.

What you’ll do (Role Expectations)

• Lead end-to-end strategic programs from planning to execution for complex multi-workstream Customer Success initiatives
• Drive accountability across distributed teams to establish program charters, success metrics, milestones, and governance frameworks that keep complex programs on track from kickoff through delivery enablement
• Ensure clear ownership, timelines, and commitments across cross-functional teams to reliably meet organizational goals
• Apply rigorous critical thinking and data-driven analysis to diagnose program health, surface and manage risks, and recommend evidence-backed course corrections
• Create and drive program charters, RACI, success metrics/OKRs, milestones, and executive readouts to keep decisions unblocked and progress visible

Who You Are (Success Profile)

• You thrive in ambiguity by comfortably building the path as you walk it, viewing unstructured environments as the raw material to build something meaningful.
• You act like an owner with a strong bias for action, navigating seamlessly between high-level strategy and hands-on execution.
• You are a high-trust collaborator who embraces a challenge culture with clear, respectful feedback to build trust and elevate team performance.
• You champion simplicity by distilling complex technical concepts, user needs, and cross-functional friction into actionable, focused plans.
• You are data-driven, leveraging analytics and evidence over assumptions to evaluate program health and guide smart decisions.

What We’re Looking for (Minimum Qualifications)

• 8+ years of experience in program management, business operations, Customer Success/Services operations, or related roles
• Demonstrated success leading complex, cross-functional, multi-workstream programs spanning multiple quarters from planning through execution and operational adoption
• Proven ability to establish and run program governance, including program charters, success metrics/KPIs, milestone plans, operating cadence, and risk/dependency management
• Strong executive exposure and partnership, with experience supporting Director/VP/SVP stakeholders through clear problem framing, tradeoffs, decision facilitation, and executive-ready status reporting
• Strong analytical rigor and critical thinking skills, with a track record of using data to assess program health and recommend evidence-based course corrections
• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain

What Will Make You Stand Out (Preferred Qualifications)

• Experience operating within a high-growth SaaS enterprise environment across Customer Success, Professional Services, and Technical Support ecosystems
• Professional program management or change management certifications such as PMP, PgMP, or Prosci
• Hands-on experience implementing enterprise software platforms or Customer Success tooling to automate governance and reporting

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